Eap Telephone Counsellor
7 days ago
**Telephone Counsellor;**Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 15 million lives, in their search to add a Telephone Counsellorto their team. Our client offers the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to businesspartners, individual users, employees and their family members. **Day to Day Responsibilities as a EAP Telephone Counsellor**: - To provide an efficient and effective telephone counselling service to all callers. - To effectively answer calls and triage to determine the most appropriate type of support required, i.e. advice, counselling etc. - To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed. - To take accurate information and record on the Health Assured data base. - Demonstrate a thorough understanding of the Health Assured products available to a caller and understand what support is most appropriate for the individual's needs. i.e., Debt, Legal, Critical Illness, Talk to a Doctor etc. - Warm transferring callers to the appropriate person and managing expectations at all times. i.e. Legal Department, Talk to a Doctor. - Provide "In the moment support" to callers presenting with support needs. - To arrange follow up and check in calls when deemed appropriate. - To undertake training provided by Health Assured and to utilise appropriate skills within calls, i.e. working with trauma, working with suicide, clinical assessment, safe guarding etc. - Upon mutual agreement to undertake Structured Telephone Counselling cases. - Understand and embrace a "Solution Focused Philosophy" in order to help a caller achieve an outcome in the shortest space of time possible. - Work to and exceed individual and team goals. For example, an individual goal is to achieve a minimum of 25 calls per day. - Personally ensure all call backs and queues are efficiently managed and ensure individual actions do not impact upon the availability of the service. - Demonstrate the ability to work under pressure and to prioritise call lengths to ensure that "call backs" are reduced to an absolute minimum. - Demonstrate the ability to provide excellent customer service at all time. **In order to be considered for this opportunity it is essential that you have the following**: - Minimum diploma level 4 in Counselling & minimum of 100 counselling hours - To be a member of the BACP - Relevant telephone experience - High level of computer literacy (MS Office, Word, Excel and PowerPoint) - High level of organisational ability; ability to work to tight deadlines and targets - Good communication and customer service skills - Accredited with the BACP or eligible for the accreditation process - EAP experience is desirable. **Employee Benefits**: - Profit Share Scheme - 25 Holidays + Bank Holidays (Increases with service) - Day off on your Birthday - PerkBox Discounts - Christmas Bonus after 3 years - Social Events Throughout Year - Contributory Pension Scheme - Private Health Insurance after 5 years **P967166LS2R7** **INDPENO
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